IT Support Engineer

Job description

## IT Support Engineer Job Description **__________________________________________** # About Us Here at Tarro we build products that empower small brick and mortar restaurants by liberating them of the operational burden of running their business. We accomplish this by providing a frictionless connection between them and their customers through our multi-product ecosystem offering AI-enabled order taking, delivery enablement, payment solutions, and point-of-sale software. At Tarro, we use a combination of bits (technology) and atoms (people) to solve real world problems facing small business owners. We obsess over placing our customers first and working backwards from there. When our customers succeed, we succeed. The restaurant industry in the US is over a $1 trillion total addressable market (TAM), but remains relatively underserved by technology. Large chains are able to afford expensive tech that gives them a huge advantage; we believe that small restaurant owners deserve access to the same technologies at an affordable price. Tarro has been profitable for nearly a decade and seen 5x revenue growth in the last three years. As of our last fundraising round in mid-2022, we were valued at $450M and have since seen substantial growth across customer acquisition, product development and company headcount. Thousands of loyal restaurants have entrusted Tarro with their success, and together we have supported nearly 20 million customers. We are proud to be named one of Built In’s top companies to work for in 2023. To learn more about our culture, values and how you can be a part of helping mom & pop restaurants thrive, please visit us [here](https://www.tarro.com/)! # What we’re looking for Tarro is looking for a highly capable IT Support Engineer to provide on-site or via remote technical support for end-users experiencing hardware, software, and networking issues. He/She will assist with software installations, network failures, hardware malfunctions, and other IT-related issues. # What you’ll accomplish - *Monitor and maintain computer systems and networks.* - *Installing and configuring computer hardware, software, systems, networks, printers, and scanners* - *Research and identify solutions to software and hardware issues* - *Responding in a timely manner to service issues and requests* - *Provide phone, email and chat support* - *Provide troubleshooting and debugging of production application and general network troubleshooting* - *Transition application issues to the engineering team and open and follow up with support tickets for IT Vendors we work with* - *Escalate critical issues and roadblocks to the next tier of Support.* # Year 1 Deliverables ***1. Stabilize Daily IT Support Operations*** - *Respond to and resolve support tickets within agreed SLAs.* - *Address recurring end-user issues to reduce repeat incidents.* - *Ensure seamless support across hardware, software, and network concerns.* ***2. Improve End-User Experience*** - *Streamline onboarding/offboarding processes (device setup, account provisioning).* - *Standardize and document support procedures for frequently asked issues.* - *Provide training or quick guides for common tools (VPN, remote tools, and etc.).* ***3. Asset & Inventory Management*** - *Reconcile and update the IT asset inventory.* - *Ensure all devices are tagged, tracked, and properly recorded in the system.* - *Implement a process for timely return of equipment from offboarded employees.* ***4. Enhance System Reliability and Performance*** - *Monitor and troubleshoot system performance (connectivity, login failures, etc.).* - *Identify and resolve root causes of recurring IT incidents.* - *Support rollouts or upgrades of software, systems, or patches.* ***5. Contribute to IT Projects*** - *Assist in the deployment of tools (e.g., MDM, endpoint protection).* - *Participate in office relocations, network upgrades, or new site setups if applicable.* ***6. Build Knowledge Base and Internal Documentation*** - *Contribute to the development of internal IT documentation.* - *Help define and document standard IT procedures.* ***7. Strengthen Collaboration with Other Teams*** - *Act as a bridge between users and higher-tier IT teams or vendors.* - *Ensure smooth communication and handovers on escalated issues.* ***8. Incident Management*** - *Facilitates the incident response and internal updates.* - *May create incidents if they come through the service desk (WIT tickets.)* - *Opens the bridge and informs the Incident Manager (IM) and the channel about the bridge details, and provides continuous updates in the communication channel.* - *Assists the Incident Manager in paging the right engineering team (SME) and keep track of acknowledgement in OpsGenie.* # About You - *Extensive experience with Linux, Windows and MacOS.* - *At Least 2 years of experience with operations and handling production support issues* - *Basic network administration (WAN, LAN, DNS and DHCP)* - *Working knowledge of basic network tools (ssh, ping, telnet,traceroute, and etc.)* - *Knowledge of and/or working experience with ITAM,MDM, Google Workspace and Jira ticketing.* - *Experience troubleshooting problems and deploying fixes and upgrades to production using Jenkins and Ansible.* - *Knowledge of and/or working experience with dashboards such as Grafana.* - *Must be able to work night shift and be flexible to work off-hours and weekends if required* - *Excellent verbal and written communication skills, in person, by telephone, and with teams* # Bonus Points - *Ability to document troubleshooting steps, resolutions, and workflows.* - *Experience in creating technical guides and user documentation.* If you do not meet all the requirements listed above which candidates rarely do, don't worry. We still encourage you to apply! Tarro is committed to hiring the best team to empower small businesses to thrive. We believe that a diverse workforce is paramount to our success. We welcome talent from all backgrounds - including but not limited to - race, sexual orientation, gender identity, age, nationality, religion, veteran status, political affiliation, and disability.